Manager, IT Service Desk

Education Level: Post-secondary education in Information Technology, Computer Science, Information Systems, or a related discipline (college diploma or university degree).

Base Location: Oshawa , ON

Shift: Days

Travel: 10%

Deadline to Apply: J 4 , 2026

Salary Range: $111,000.00 - $161,000.00 Per Year

JOB OVERVIEW

Ontario Power Generation (OPG) is looking for a dynamic, strategic and results‑driven professional to join our team as Manager, IT Service Desk. Reporting to the Senior Manager IT Services, this position is responsible for leading and continuously improving Service Desk operations and ITSM capabilities by managing resources, SLAs, performance metrics, process governance, automation, and customer satisfaction to deliver consistent, high‑quality service outcomes.

KEY ACCOUNTABILITIES

• Manage day-to-day Service Desk operations and assigned resources to ensure timely, effective issue resolution aligned to SLAs and OPG objectives.
• Lead Service Desk strategy and continuous initiatives, overseeing escalations and service impact communications.
• Own Service Desk performance management, reporting, and productivity targets to ensure consistent service delivery.
• Analyze service analytics, trends, patterns, and customer satisfaction metrics to improve existing channels and develop new service channels.
• Ensure Service Desk processes are fully documented, consistently followed, regularly audited, and continuously improved.
• Identify and implement automation opportunities to streamline repeatable tasks and improve operational efficiency.
• Responsible for client satisfaction by reviewing post-ticket survey feedback, addressing concerns, and driving corrective actions.
• Develop and execute an ITSM/Service Desk roadmap, including process/tool improvements and integration with CMDB, Discovery, Asset Management, and HR onboarding/offboarding.

QUALIFICATIONS

• Post‑secondary education in Information Technology, Computer Science, Information Systems, or a related discipline (college diploma or university degree).
• Minimum 8 years of progressive experience in an IT Service Desk / ITSM environment, including at least 3–5 years in a leadership role (e.g., Service Desk Lead/Manager) with accountability for operations, SLAs, escalations, performance reporting, and continuous improvement/automation.
• Demonstrated experience leading Service Desk operations, including resource management, ticket flow oversight, and meeting SLA/OLA targets.
• Strong knowledge of ITSM best practices (e.g., Incident, Request, Problem, Change, Knowledge) and experience improving and governing service processes.
• Proven ability to use service analytics (KPIs, trends, CSAT) to drive performance improvements, reporting, and strategic decision‑making.
• Hands‑on experience with Service Desk/ITSM tools and automation capabilities (workflows, self‑service, integrations) to streamline repeatable tasks.
• Solid understanding of CMDB, Discovery, and Asset Management concepts and their dependencies within an ITSM environment.
• Experience coordinating cross‑functional integrations and operational workflows, such as HR onboarding/offboarding, and managing escalations and stakeholder communications.

OPG is committed to fostering an inclusive, equitable, and accessible environment. If you require accommodation during the selection process, please contact AODA@opg.com.

OPG is committed to employment equity. As such, we encourage applicants from equity‑seeking communities (Indigenous Peoples, racialized persons, persons with disabilities, and women). We strongly believe that alleviating the under‑representation of equity‑seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities.

In order to fulfill the above‑mentioned purpose, priority in hiring may be given to qualified persons who self‑identify as a member of equity‑seeking groups as identified in the application process. This initiative constitutes a special program under the Human Rights Code/Canadian Human Rights Act.

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